Handovers

80
70
60
RESPONDENTS

50
40
30
20
10
0
Suburban(Gweru) MSU Mkoba Zvishavane Vendors(Gweru) Vendors(Harare)
LOCATION

Call or data session interruption No interruption Not sure

Figure 4.7 Handover Issues

4.5.6 User satisfaction

User satisfaction in terms of system performance is key in eliminating churn rate in the face of
tight competition in the mobile telecommunications market. Users will never be loyal to a system
which does not meet their levels of satisfaction. User satisfaction is difficult to quantify. Service
complaints to customer care can be used as a measure of system users’ satisfaction although some
dissatisfied customers may opt for another operator without putting forward complaints. The
respondents were asked if they were satisfied with system performance. Does the system really
deliver to levels which meet their expectations? Are their complaints attended to in satisfactory
time? The responses are shown in Table 4.1.9 and Figure 4.1.9. The data show that most system
users are not satisfied with how the 4G system is performing. This leads to high churn rate and
loss of revenue as subscribers opt for better services from competing technologies or companies.

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